Service Quality Improvement Of Mobile Library In H University

The demand for information has reached an unprecedented level with the rapid development of information technology.The number of Internet users in China has exceeded 731 million,and in mobile network,the proportion of mobile phone access is over 90%.People's reading methods are also changing from traditional paper reading to digital mobile reading.Under this background,traditional library services can no longer meet the needs of readers,therefore,mobile library is widely concerned.H university library plays an important role in providing literature retrieval,subject service and scientific data management services.The construction of mobile library is undoubtedly deliver a great improvement in library servic e.However,during the construction of mobile library project,systematic service quality planning and quality management schemes are lacking,and the service quality supervision mechanism is not effective enough.In view of the service quality still has a large room for improvement,it is of great significance to study the service quality of H university mobile library.Firstly,the related references of mobile library management and service quality management at home and abroad are analyzed in the thesis.A scientific understanding of the study is formed,and the theoretical basis for the mobile library project of H university is extracted.Secondly,this thesis introduces the general situation and construction status of H university mobile library project.The new characteristics of the current university mobile library user demand are analyzed.Through questionnaire survey and research,the service quality of H university mobile library is analyzed,and the existing problems are summarized.Thirdly,network analysis method and fuzzy comprehensive evaluation is selected to evaluate service quality in this paper.A service quality evaluation system of 4 first-level indicators and 14 second-level indicators was developed based on the expert interview,in which the first-level indicators includes electronic resources,service effects,service capabilities of the librarians,mobile devices and network environments.After that the main factors influencing the service quality of H university mobile library are obtained.Finally,the overall goal and idea of improving the service quality of mobile library are formed.Focusing on scientific data management,information resource allocation,mobile platform construction,librarian capability level,mobile service chain management and other aspects,this thesis puts forward a plan for improving the service quality of H university mobile library.The thesis also discusses the guarantee measures of the implementation of the scheme from the aspects of user satisfaction evaluation system,librarian service performance evaluation system and salary incentive mechanism.By studying the service quality management of H university mobile library,the thesis provides scientific decision-making basis for the management of H university mobile library,by which the service quality of H university mobile library will be obviously improved.And the library will provide a better service for teachers,students and staff.At the same time the thesis provides a reference for other university mobile library to improve service quality.